Agent Client Collector (Times out eventually)

[Rod Cristian Ll]

I have noticed through monitoring and reporting that on a certain midserver we have the number of Agents reporting "Up" decreases over time. Despite the hours where our operations are active, the number of machines reporting UP is quite low. I did the same on my own PC which has ACC and selected the problematic midserver, at first it is reporting UP then the next day it shows DOWN despite the service being active and midserver is online. I tried pinging and telnet test to midserver and all were okay however my computer still not reporting as UP despite restarting the service and computer already. I've tried to check other PCs connected to the same midserver and it is the same.

Based on the logs I saw a common error message
2024-04-15T15:21:14.41 [ERROR] [agent] [read tcp 192.168.1.6:59203->XX.XX.XX.XX:8084: i/o timeout] reconnection attempt failed to the url: wss://XX.XX.com:8084/ws/events, using api-key authentication failed

When I tried to reboot the midserver itself, that's the time that all workstations connected to the midserver works
I have tried to ask ServiceNow for support and I'm not happy with the things they ask me to do.
Hopefully in this community maybe others experienced the same as us.

[Severin Launiau]

@Rod Cristian Ll: can you confirm the MID is healthy? Upgrade issues, out of memory issues, java heap size allocated, system RAM available? See KB1122613 for more information about sizing the MID correctly.

[Praneeth CR]

I am still facing the certification error during the setup. we have imported the certificate, not sure if we did any mistake while generating and importing the certificate in Mid Server. Any help on this would much appreciated.

[Praneeth CR]

did you get any solution for this, I am facing the same error. Please lemme know if you have found the fix

Thanks,

Praneeth

[Rod Cristian Ll]

Actually no, were still facing the same problem.
We notice that ACC doesn't keep on reporting. It eventually times out despite the service running and that the midservers are reacheable.

What we usually do is rebooting the midserver which will establish again communication.
On a particular machine, my observation that it will time out the next day.

Honestly I dont know why and what can be done to resolve it